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Questions & Answers

We try to answer all important questions here. If you have a question that is not answered here, you can of course contact us at hallo@alpaka-store.de and we will get back to you within 24 hours between Monday and Friday.

Order

How can I order from you?

In our online shop, you can place an order as a guest (without creating a user account) or through a user account.

Setting up a user account during the ordering process is easy and only requires a few steps.

Once you have created your customer account, you will receive a code via email that you must enter into the designated field for confirmation. This completes the registration process and activates your customer account. In the future, you can access it to, for example, check the shipping status of your order.

Once you have selected your desired items, simply add them to the shopping cart and click on "Proceed to Checkout." Then enter your address and choose a payment method. And you're done!

Telephone orders are possible in individual cases.

Where is my order?

You can track your order after shipping via the tracking link.

You can find the tracking link with the tracking number in your shipping confirmation. If you have not received a shipping confirmation or your order status is "open," please contact us at hallo@alpaka-store.de.

How can I cancel my order?

Unfortunately, cancellation is usually not possible as we process and ship your order as quickly as possible. However, you can still contact us at hallo@alpaka-store.de and we will see what is possible.

By then, the package is usually already on its way to you. You can of course return your package upon receipt. Once your return has been processed, the invoice amount will be refunded within a few days.

Did you choose prepayment as your payment method? Then you can inform us by email and we will cancel your order.

How can I change my delivery address?
During an order, you can change your delivery address in the step "Enter new delivery address". For orders that have already been placed, address changes are usually no longer possible. Therefore, please write us an email as soon as possible at hallo@alpaka-store.de and we will check if a change is still possible. Often, you can also choose a different drop-off location via shipment tracking, for example, a post office.

Shipping

What are the shipping costs?

Within Germany and the EU, shipping costs of 4.90 € apply for you for a total value of goods up to 79.99 €. Shipping is free for you for orders over 80.00 €.

Outside the EU, shipping costs 39.90 €.

How long does shipping take?

We deliver available goods within Germany, Austria, and Switzerland usually within 1-4 working days. For prepayment, the delivery times apply from the receipt of payment in our account. In absolute exceptional cases, shipping may take up to 10 working days. In this case, we will contact you and inform you.

Within the EU, shipping takes between 2 and 7 working days.

Outside the EU, delivery times of up to 14 days apply.

Can I pick up my order from you in Herrenberg?

We think your idea and commitment are great.

For bedding, this is possible in individual cases. Just write us a short email at hallo@alpaka-store.de.

In fact, the stock of our hats, bedspreads, clothing, etc. is not in Herrenberg and pick-up there is not possible.

Can I have my order delivered to a post office?

Yes, that is possible.

Use the "normal" address details during the ordering process. Here you enter the address of the post office. Your name will always be on the package. Also, include your post number there.

The package was delivered to a branch. Which branch?

The tracking information will show in which branch the package was dropped off. You will usually also receive a notification slip from the delivery service. If you do not receive one, it is best to contact the delivery service directly.

Which parcel delivery services do you work with?

We work with DHL GoGreen.

I am missing a part of my order - what can I do?
If you have not received your order in full, there may be various reasons. For example, we may have canceled an item at short notice - you should have been informed of this change by email from us.
Can I change my order?

As long as your order has not been shipped yet, you can still make changes to your order.

Feel free to send us an email at hallo@alpaka-store.de and we will see what is possible.

My package came from Amazon, even though I ordered it from your online store. How is that possible?

We can absolutely understand the confusion. We have a duvet warehouse on site in Herrenberg and one at Amazon.

If the duvets can be shipped faster by Amazon because, for example, our warehouse is not staffed on a particular day, we will ship the duvet via Amazon Logistics so that you receive it as quickly as possible.

How can I contact you?

You can always contact us via email at hallo@alpaka-store.de with your concerns.

You can reach us by phone at 07032/ 35 96 747 from Monday to Friday from 4-5 pm. Of course, you can also leave a message on the answering machine and we will get back to you as soon as possible.

If you would like advice on our bedding products, you can book a free consultation at the following link: https://alpaka-store.de/pages/bettwaren-beratung

Payment

What payment methods are available?

At our store, you can pay with PayPal, credit card, Klarna invoice, bank transfer, Apple Pay, Google Pay, and AmazonPay.

Please note that not all payment methods are available for every country.

Additionally, there may be times when we are unable to offer all payment methods at any given time. The approval of the payment method is checked for each order through an automated process.

If you are unable to select a payment method, simply try another one or contact us at hallo@alpaka-store.de.

How do Klarna payment methods work: Invoice?

Klarna is one of the world's leading payment providers and a licensed bank that fundamentally changes the shopping experience for buyers and merchants. Klarna offers uncomplicated solutions that allow people to shop and pay easily, safely, and flexibly.

Klarna Invoice:
The principle is simple: From the invoice date, you usually have 14 days to settle your invoice. You only pay once you have received the goods. You can shop in a relaxed manner, complete your order, and check the products at home at your leisure. You will receive the invoice from us as usual via email once we have shipped your order. Since the payment is processed directly through Klarna, you will also receive payment information from Klarna.

If there is a problem with your order, for example, if it has not arrived at your place, or if the invoice amount is incorrect, please contact us first.

To pause your invoice in the meantime, simply log in to Klarna and select "Report a problem".

You can find out how returns work under the Returns section.

Good to know: You can access information about your order with Klarna at any time in the Klarna app. Easily check in the app whether your payment has been received for your invoice. We recommend making all your payments directly in the Klarna app to avoid possible incorrect transfers or reminders. You can find more information about Klarna here.

What does prepayment mean?

When paying in advance, you transfer the order amount to us.

As soon as we receive the payment, we will process your order and ship your package. In your order confirmation, you will receive our bank details, the purpose of use, and the order amount. Please note that we cannot process your order or reserve any items until we have received the payment.

Why are not all payment options displayed to me?

It is possible that not all payment methods are displayed due to past orders, for example if a payment has not been received or if a large number of orders have been placed in quick succession.

Complaint

How can I make a complaint?

If you would like to make a complaint, please write us an email at hallo@alpaka-store.de and we will take a closer look at your complaint request.

Exchange

Can I exchange something?
Should you wish to exchange an item, please contact us at hallo@alpaka-store.de and we will see what options are available.
Can I use the discount code again?

The discount is always calculated proportionally to the total value of your order.

If the conditions for the discount still apply after the exchange, you can contact us at hallo@alpaka-store.de - we can then apply the discount retroactively.

Returns & Refunds

Are returns free?

Yes! Visit our returns portal (click here). There you can print a return label. We also offer an extended return policy of 30 days instead of 14 days.

How do I return my return?

How to return an item:

  1. Simply visit our returns portal here and you can immediately print your return label.
  2. Once your package has arrived with us and everything is in order, meaning the item is unused, not dirty, or otherwise damaged, we will promptly refund the invoice amount to the payment method you used when placing your order.
How will I be informed that you have received the return?

Once your package has arrived with us and the return is in order, you will be informed by us via email. The invoice amount will then be refunded to you immediately.

What should I do if I have received a damaged/wrong item?

If you have received a damaged or incorrect item, please report it in our returns portal here.

Can I simply drop off my return at your location in Herrenberg?

We think your commitment is great!

Unfortunately, returns in person in Herrenberg are not possible.

Visit our returns portal here and send back the goods to us free of charge.

How will the refund be processed?

Once your package has arrived with us, we will refund the full invoice amount to the payment method you used when placing your order.

Coupons & Discounts

Are there Alpaca Store Germany vouchers?

Yes, we have gift vouchers.

It's very simple: Click on the value you want to purchase the voucher for, order, print the PDF, and hand it over to the lucky recipient.

Important: The voucher is only available via email, not by mail.

How do I redeem a voucher?

In the payment process, you have the opportunity to enter a voucher code in the shopping cart in the last step. Enter your voucher code in the field. And you're done!

Important: Please make sure before submitting your order that the voucher has actually been redeemed and the voucher value has been deducted from your invoice total. Vouchers can only be redeemed during the ordering process. Unfortunately, we cannot apply the voucher afterwards.

How do I redeem a discount?
In the payment process, you can enter a discount code in the right window. Enter your code in the field and click on "Apply". A combination of discount code and gift vouchers is possible. Simply redeem them one after the other - first the discount code, then the gift voucher. - Only one code can be redeemed per order. So discount codes cannot be combined with each other. - Discount codes may be subject to certain conditions specified on the voucher. For example: a minimum order value, a validity period, or a restriction regarding certain product groups. - Discount codes can only be redeemed online during the ordering process. Unfortunately, we cannot credit this to you afterwards. - Discount codes cannot be paid out.
What happens to my voucher in case of a refund?

If you used a voucher for your order, the refund for a return will first be made to your used payment method (e.g. PayPal account). Any amount exceeding the sum you paid will automatically be loaded onto your used voucher.

My order was canceled and my voucher or discount code no longer works?

Then contact us. Just write an email to hallo@alpaka-store.de.

Provide us with the order number and your code, and we will activate the code for you.

Responsibility Human & Environment

What does kbA and kbT mean?

In technical jargon, kbA and kbT are used for "controlled organic cultivation" and "controlled organic animal husbandry," respectively. These terms describe the production of agricultural products such as organic cotton or organic wool using as natural and species-appropriate production methods as possible.

In addition, crop rotation is observed during cultivation, which means that not only a specific crop is grown on the fields, but also other alternating crops, potentially improving soil fertility.

In organic animal husbandry, high demands are placed on animal welfare to ensure more species-appropriate husbandry. This is ensured, among other things, by the prohibition of certain feed and higher minimum requirements for the animals' living space.

Where do you produce?

This varies depending on the brand:

  • Alpakanacht: Germany
  • Tiefschlaf: Germany
  • APU KUNTUR: Peru
  • KUNA: Peru
  • MILLWA: Peru
  • Urbanara: Portugal
  • Al's World: Germany
What does your supply chain look like?

This also varies depending on the brand. You can find detailed information about the supply chain on the individual brand pages.

How often do you visit your suppliers?

Since we are not manufacturers ourselves, we visit the manufacturers of our brands Tiefschlaf and Alpakanacht once a year. Our manufacturers also visit their suppliers at least once a year.

And the other brands we carry have also informed us that they visit their suppliers at least once a year.

Alpacas & Alpaca wool

Do alpacas need to be sheared?

Yes, alpacas need to be sheared once a year to protect them from overheating.

What is the difference between alpaca wool and down feathers?

Alpaca wool is temperature-regulating unlike down feathers and ensures that you no longer wake up drenched in sweat in the middle of the night.

Blankets made of alpaca wool are also much lighter than a down feather blanket. Additionally, they are perfect for allergy sufferers due to the low lanolin content.

Lastly, it must be mentioned that the extraction of down feathers involves animal cruelty. Down is obtained either through the plucking of already slaughtered animals or through the much more brutal live plucking.

Alpacas, on the other hand, MUST be sheared once a year to prevent overheating. The wool, which must be sheared anyway, is then used for blankets, clothing, etc. It is therefore a by-product.

What is the difference between alpaca wool and camel hair?

Alpaca wool and camel hair are similar in their properties, but there are small differences.

Alpaca wool, unlike camel hair, is warmer and softer. It is also more durable and lightweight.

How to differentiate alpaca wool? Are there different qualities?

With alpaca fibers, the finest fibers are classified as Royal (extremely fine), Baby (very fine), and Superfine.

The diameter and length of the fibers differ. The thinner and longer the fibers, the softer and cozier they are. The diameter of the fiber is measured in microns.

What is Micron?

The fineness of alpaca fiber is measured in micrometers.

A micrometer is one millionth of a meter. The finer the alpaca fiber, the higher the selling price. An average human hair is about 0.05 to 0.08 mm thick. Alpaca fiber has a thickness of 0.0019 mm to 0.0030 mm.

The thinner the fiber, the softer and more pleasant the alpaca wool feels on the skin.

  • Baby Royal: 19.5-21.5 microns - very soft, delicate, yet robust yarn made from pure alpaca wool. Only the best young white alpacas have this fineness.
  • Baby Alpaca: Baby Fleece 22.0 - 23.0 microns, Baby Blend 23.5 - 24.5 microns - wool from alpacas that produce particularly fine fleece. Not the wool of a baby alpaca.
  • Alpaca Superfine: Alpaca Fleece 25.0 - 26.5 microns
  • Alpaca Medium: Alpaca Fine Blend 26.5 - 27.5 microns

Alpaca duvets

What are the differences between your alpaca duvets?

Our two duvets Alpakanacht and Tiefschlaf differ in the following points:

Alpakanacht:

  • Raw wool from Peru
  • Round stitching
  • Cover made of natural cotton

Tiefschlaf:

  • Raw wool from breeders in Germany, Austria, and Switzerland
  • Stitching that perfectly adapts to the human body (round and longitudinal stitching)
  • Cover made of organic cotton (kbA)
  • 100% regional production
Where does the raw wool and cotton come from?

The raw wool for the Alpaca Night duvet comes from Peru, while the raw wool for the Deep Sleep duvet comes from Germany, Austria, and Switzerland.

The cotton for the Alpaca Night duvet comes from Turkey, whereas the cotton for the Deep Sleep duvet comes from Germany.

Which duvet is suitable for me?

It always depends on individual sensitivity to heat. Most of our customers are comfortable using an all-season duvet throughout the year. However, there are always people who prefer a summer duvet or need a winter duvet.

You can find a graphic that can help you make a choice at the following link: https://alpaka-store.de/collections/alpaka-bettdecke (you need to scroll down a bit).

How do I care for my alpaca wool duvet?

For regular care, it is sufficient to air out your blanket well - even in damp weather.

Since natural wool contains protein molecules that bind odors and repel dirt with the help of humidity, the wool cleans itself. Dirt, dust, and odors simply fall off the fiber again. Only rain and direct sunlight should be avoided.

Can I wash my duvet in the washing machine?

Bedding made from natural fibers cannot be washed in the washing machine, as the wool would felt. In case of localized dirt, you can clean the spot with diluted vinegar water or a gentle detergent.

ATTENTION! Each cleaning process results in a loss of the natural cleaning effect of the alpaca fiber.

If you have particularly stubborn stains, you can also send your duvet in to be professionally cleaned by experts.

Does my duvet smell?

The wool is thoroughly washed before being processed into duvets. Therefore, your duvet should not smell. However, since your alpaca duvet is a natural product, it may initially have its own smell. We therefore recommend airing the duvet regularly. However, this should disappear quickly.

If the smell does not improve, please write us an email at hallo@alpaka-store.de and we will assist you further.

Does my duvet rustle?

The rustling of the bed covers is mainly an issue with a cover made of organic cotton. With the duvet made of natural cotton (brand Alpakanacht), this has never been a problem before. Since cotton is a natural material, the "rustling properties" also vary.

Is the duvet suitable for people who sweat a lot?

Yes! Alpacas originally come from the Andes mountain range. It is very warm during the day and very cold at night. The hollow fiber is therefore oriented in such a way that it dissipates heat during the day and warms the animal at night.

The fiber can also absorb 50% of its own weight in moisture, is self-cleaning and odor-resistant, which is why the duvet does not become damp even with heavily sweating individuals.

Important: Please remember to regularly air out your duvet so that the moisture can escape.

Clothing made from alpaca wool & knit wool

How do I wash clothing made of alpaca wool?

To prevent shrinking, we recommend washing garments made of alpaca wool only by hand with cold water at a maximum of 30 degrees Celsius. You can use this detergent without re-fattening agents and avoid wringing out the clothing. For drying, you should lay the garments flat instead of putting them in the dryer.

If your alpaca wool clothing does not contain silk, you can also wash it in the washing machine on the delicate cycle (wool cycle) at a maximum of 30 degrees Celsius with a wool detergent without fabric softener. Note that you should not wash alpaca wool with other materials and do not overload the machine to prevent the wool from felting.

How much wool do I need?

The amount of wool needed depends on various factors such as the chosen pattern, needle size, and knitting density. The following information is approximate guidelines for knitting without a pattern and is intended as a reference only. We recommend always ordering one to two extra skeins, especially if you are planning larger projects, as there may be slight color variations in a reorder.

For WOOL REGULAR and WOOL SOFT (recommended needle size 4-4.5mm), the following approximate guidelines apply:

  • Scarf (20x178cm with yarn 50g/100m): Approximately 126g, which is about 2.5 skeins.
  • Beanie (56cm head circumference for adults with yarn 50g/100m): At least 75g, which is at least 1.5 skeins.
  • Women's Sweater (Size M with yarn 50g/100m): About 500g, which is at least 10 skeins.
  • Men's Sweater (Size M with yarn 50g/100m): Approximately 650g, which is at least 13 skeins.
  • Children's Sweater (for 10-year-old children with yarn 50g/100m): Approximately 350g, which is at least 7 skeins.

For WOOL SOCK YARN 15055 (recommended needle size 2.5mm), the average wool consumption for a pair of men's socks with yarn 50g/200m is about 100 grams, which is 2 skeins. Note that consumption can vary significantly depending on the shaft height and pattern.

Can some products scratch?

It is possible that some products may be perceived as scratchy. However, this feeling is always subjective and can vary from person to person. Some people are particularly sensitive to skin irritations, especially in the neck area. If you already react to cashmere, we recommend opting for premium quality (Royal Alpaca) when it comes to alpaca products.

If the product is perceived as scratchy, you can try airing it out outdoors. This can help remove the smallest loose hairs that may be responsible for the scratching sensation. In most cases, this can help!

Do alpaca wool products pill?

As with all products made from natural wool, products made from alpaca wool can also pill. Especially the high-quality, fine goods (premium quality) can lead to unwanted pilling in men with beard growth. However, this is not a product defect.

Why is alpaca considered suitable for allergy sufferers?

Unlike most wool products, which often trigger allergic reactions, alpaca fibers contain hardly any lanolin, the wool fat that provides protection against moisture. Many people react allergically to the chemical removal of lanolin or even to lanolin itself.

Alpacas, on the other hand, have a smooth surface structure and require only minimal lanolin for moisture regulation. Therefore, alpaca is considered a good option for allergy sufferers, as it contains significantly fewer allergy-triggering substances. Please note that there is currently limited scientific knowledge on this topic.

How do I protect products made of alpaca wool from moths?

Moths have a preference for alpaca products, so it is important to protect our clothing from these little pests.

Here are some tips and natural methods that can help:

  1. Vinegar water: Regularly clean your closets and shelves with vinegar water. The scent of vinegar acts as a deterrent to moths.
  2. Clothing bags: Store your alpaca goods and winter wardrobe well packed in airtight clothing bags or plastic covers.
  3. Fragrances: Use intense but natural fragrances in closets and shelves, such as lavender flowers or cedarwood.
  4. Newspapers: Place newspaper between the boxes in your wardrobe. The dryness and paper can keep moths away.

If you do discover moths, you can get small helpers in the form of parasitic wasps. These tiny beneficial insects are harmless to humans and will disappear on their own once the moth population is under control. Parasitic wasps can be purchased online and are often available in local hardware or drugstores.

Purchase of alpaca wool

I have alpaca wool for sale. Do you buy my raw wool?

Yes, we buy alpaca wool!

To receive all important information regarding the purchase process, you can simply enter your details in this form.

Afterwards, you will need to confirm your registration and
will then receive all important information via email. If you have any questions,
you can also send an email to ankauf@alpaka-store.de.

What criteria must my raw wool meet in order to be purchased?

These are the criteria:

  • 1st and 2nd quality (back, neck)
  • Dry, not matted or with burrs or straw attached
  • Important: no moth infestation!
  • No first shearing
  • No black wool
  • Sorted by quality
  • Minimum total weight of 5 kg
  • Fiber length at least 5 cm
Who pays for the shipping costs?

The breeders cover the shipping costs.

Where should the raw wool be sent after following the steps in the email?

You will receive the shipping address of our wool warehouse as soon as you send us an email with the quantity of raw wool to ankauf@alpaka-store.

What if my wool cannot be purchased?

If we are unable to purchase your raw wool because it does not meet our criteria, we will send you an email.

After that, there are two options:

  1. You can have your wool sent back to you (you will have to cover the costs yourself)
  2. We will dispose of the wool at our end

Newsletter

How can I sign up for your newsletter?

For our newsletter you can sign up here.

What content is included in your newsletter?

In our newsletter, you will receive all important information regarding new products, promotions, and much more about alpaca and alpaca wool.

How do I unsubscribe from the newsletter?

You can unsubscribe from our newsletter at any time. Simply click on the unsubscribe link at the end of our newsletter.

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Questions? We are here for you!

You can contact us by email or phone:

Email: service@alpaka-store.de

Phone: 07032 / 35 96 747